Wednesday, 11 January 2012



ms lcture br2 nie.. ktrng belajar cr2 nak manage conflict..
here we go..
1) Stay calm
2) Listen to understand
    - opening statement
    - active listening
3) Accentuate the positive
4) State your case tactfully
5) Attack the problem, not the person.. yosshhh
6) Avoid blame game
7) Focus on the future, not the past
8) Link offers
9) Be confident.. assaa!!!

notadaun : those are the steps dat need to be applied in managing and resolving conflict among health care teams, patients and families..



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